Contact Us Pepperstone
Support Channels Overview
FXTM Malaysia delivers multi-channel customer support featuring Live Chat with 1-2 minute response times operating 24/5, instant phone assistance during market hours, 24/7 email support with 2-24 hour response times, and WhatsApp support responding within 5-15 minutes during market hours, plus callback requests processed within one hour during business hours, all available in English and Malay with trained professionals handling trading, technical, and account inquiries.
Technical Support Services
Support Type | Description |
Platform Support | Configuration and setup assistance |
Troubleshooting | Trading system and platform issues |
Connectivity | Network and connection resolution |
Mobile Trading | App installation and usage support |
Expert Advisors | Setup and configuration guidance |
Chart Analysis | Trading chart setup assistance |
Account Support Team
Our dedicated account managers provide:
• Account verification assistance
• Trading platform guidance
• Deposit and withdrawal support
• Account settings configuration
• Trading conditions clarification
• Document submission assistance
Social Media Support Channels
Our social media team monitors and responds to inquiries across multiple platforms. Malaysian traders can reach us through Facebook, Twitter, LinkedIn, and Instagram for updates and support. Social media channels provide regular market insights, platform updates, and educational content. Response times typically range from 30 minutes to 4 hours during business hours.
Corporate Client Services
Corporate clients in Malaysia receive dedicated support through specialized channels. A dedicated corporate support team handles institutional account inquiries, compliance matters, and custom solutions. Response times for corporate clients are prioritized, with direct access to senior account managers. Corporate support includes specialized training sessions and customized reporting solutions.
Financial Operations Support
Payment support services include:
- Deposit processing assistance
- Withdrawal verification
- Payment method guidance
- Transaction status updates
- Fee structure explanation
- Banking information verification
Feedback and Complaint Resolution
Dedicated complaint resolution team handles trader concerns and feedback. Structured investigation process for all reported issues with regular updates. Resolution procedures follow regulatory guidelines with documented outcomes. Feedback integration improves service quality and support procedures.
Crisis Management Support
Emergency response team handles critical platform issues and market event support. Crisis protocols ensure continuous communication during major market events. Support includes system redundancy activation and failover procedures. Emergency team provides regular status updates during crisis situations.
Compliance and Documentation
Documentation support covers:
• Identity verification
• Proof of residence validation
• Corporate account documentation
• Islamic account requests
• Tax documentation
• Regulatory compliance assistance
Weekend Support Coverage
Weekend support services maintain essential functions during market closure. The team handles account maintenance requests and preparation for market opening. Support includes system maintenance updates and platform testing assistance. Weekend staff provides documentation processing and account verification services.
Language Support Services
Multilingual support team members provide assistance in English and Malay. Translation services are available for important documents and communications. Language support ensures clear understanding of trading terms and conditions. Additional languages available through scheduled interpretation services.
Emergency Support Procedures
Priority support for:
- Account access issues
- Platform connection problems
- Urgent withdrawal requests
- Trading system failures
- Security concerns
- Account blocking resolution
Platform Migration Assistance
Dedicated migration specialists help traders transition between platforms or from other brokers. The team assists with historical data transfer, settings configuration, and custom indicator migration. Support includes platform comparison guidance and feature mapping assistance. Migration services ensure minimal trading disruption during transitions.
VIP Client Support Services
VIP clients receive priority support through dedicated phone lines and email channels. Premium support includes 24/7 direct access to senior account managers. VIP services feature expedited document processing and customized trading solutions. Additional benefits include priority withdrawal processing and specialized market analysis.
Educational Support Team
Our educational support specialists assist with webinar registration, training materials access, and learning resources. Malaysian traders can schedule one-on-one training sessions for platform familiarization. The team provides guidance on educational content navigation and custom learning paths. Support includes access to recorded sessions and educational material archives.
Risk Management Consultation
Risk management specialists provide guidance on position sizing, leverage utilization, and portfolio diversification. Consultation services include margin requirement explanations and stop-loss strategy development. The team assists with risk assessment tools and monitoring system configuration. Support includes regular risk review sessions and strategy adjustments.
Frequently Asked Questions
Live chat provides the quickest response, with average wait times of 1-2 minutes during market hours.
Upload documents directly through the secure client portal or email them to [email protected].
Our main support services operate 24/5 during market hours, with email support available 24/7.
